Shipping

[mainecrystal2]

I have shipped the item to the client over 10 days ago. The client is getting mad. Is there anything I can do with the postal service to making circles? the tracking states in was in there state ready to arrive and now is back out of state.. Please help me...

[frecklesfinery88]

We have had a couple take as much as 10 days getting across the country due to weather. We have had one lost already this year.  Just keep tracking and as long as it is scanned in you should be able to follow it. It has been difficult with the weather and all. Hang in there.

[caldreamer]

I would apologize to customer profusely (even though it is not your fault).   Let them know you are on "their side" and will put a tracer on this package.  Go to USPS.com and open a "missing package" (this will just "buy you more time" and hopefully appease the customer.    Of course, USPS will not "do anything" because they do not consider it "missing" when it is in between destinations.

https://www.usps.com/help/missing-mail.htm

[dbfolks166mt]

     A bit more information please. What was the item, how did you ship it (postage class) and where was the item shipping to (City and State)?  I believe you are shipping out of Bowdoinham, Maine. What does the tracking currently show? 

[kabilab]

Maine, last yr. I had a DVD stuck in Fla., that was addressed to N. Mex. Not my local P.O., not the 800 line, nor the post mistress in N. Mex., speaking with Fla., could move the item. After a month, the buyer requested a refund, which I granted. That has only occurred once in 21 yrs. and I only lost $6, so I accepted it was business.

I have experienced 4 items running late, with me needing to issue a refund. None of the buyers were willing to reimburse me, so I added each to my BBL.

[reallynicestamps]

What was the last estimated date for arrival eBay gave the customer?

Has that date passed?

 Has the customer opened a Claim?

If the customer has opened a Claim, put the tracking number into the Claim.

Do NOT assume that eBay will do this.

When you put the number in, eBay usually gives the shipment a day or so of grace because it can be seen to be moving.

If the customer is just messaging you, soothe them.

Give them the tracking number. Mention the weather (there's always weather). Let them know where it was last recorded. Stroke stroke stroke. Sing "Soft Kitty".

Don't mention that eBay has an MBG or a Claims process.

If eBay tells you to refund, refund.

It may not be your fault, but it is your responsibility.

Not every transaction goes perfectly.

When the refunded shipment is delivered, Message the customer and ask for their Paypal address so that you can rebill them. (this works more often than you think.)

[txentosupply]

"Soft Kitty" goes a long way! LOL

[bonanza125]

You are at the mercy of the carrier. Unfortunately for you the buyer has one day after the delivery date and then they can file a "item not received" claim. Hopefully the item gets to buyer in time. Yes you will get buyers who don't listen to reason.

[inhawaii]

This is what would do...

Kiss the buyer's butt.

Be very apologetic.

Keep the buyer apprised of any changes to the tracking.

Try to delay the buyer from making a INR (item not received) case as long as possible.

Once the buyer files a INR case ebay will give you X amount of days before they refund the buyer with your funds.

[chariot_badges]

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@mainecrystal2 wrote:

I have shipped the item to the client over 10 days ago. The client is getting mad. Is there anything I can do with the postal service to making circles? the tracking states in was in there state ready to arrive and now is back out of state.. Please help me...

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First off take a deep breath and let it out slowly.

A couple of times if you need to.

Everything is going to be ok.

This happens dozens of times a day.

No matter what eBay says (or your customer) there isn't anything that anybody can do about a package getting lost.

It IS going to happen.

Tell your customer to wait a few days ... as others have said, weather (and fires) have disrupted mail.

How many packages do you think burned in Los Angeles?

Refund him in a few days. 

Put him on the Ignore List.

Move along. 

[kabilab]

Stamps, thank you for the billing suggestion; that never crossed my mind.

[12345jamesstamps]

Just a thought...'in there state ready to arrive and now is back out of state'...maybe buyer refused and it's being returned to you.

[reallynicestamps]

@12345jamesstamps 

And.

Refused is Undeliverable.

And eBay does not require Sellers to refund a single penny of an Undeliverable purchase.

Now.

It is Best Practice to refund the purchase price on such Undeliverables, on the basis that we cannot ethically have both the money and the item. But eBay won't force the refund.

[mam98031]

Go to USPS website and review the detail tracking info.

On this tracking screen there is a place to file for email updates as there is movement on the tracking. Sign up for that so you get informed right away when something gets entered to the tracking.

Go and file for a TRACE, I don't recommend filing for Missing Mail just yet. The two are completely different actions. The Trace usually gets the job done quicker.
https://usps.my.site.com/emailus/s/package-inquiry

As you get any information you will update the buyer right away. Assure your buyer that you are working this problem and will continue to do so until a proper resolution.